Investment Strategy & Planning
Are we investing our limited capital & development resources on building digital capabilities that will address real customer needs and drive measurable business outcome?
Are we agile and able to react to changing customer expectations, competitive landscape, industry trends, internal business strategy & performance, by quickly shifting our investment strategy? Or are we missing opportunities and constantly playing catchup due to “sunk cost” of invested time and committed resources?
Are we allocating capacity to support a test & learn mindset and minimize investment risk?
Are our portfolio investment decisions based on business KPIs, quantitative & qualitative customer data, or hot sports opinions of whoever yells the loudest or can secure the funding?
Are we leveraging digital platforms to optimize the productivity & accuracy of our business operations, replacing low-value activities with digital capabilities that free up time for the associates in our call center, brick & mortar, and internal functions to focus on high-value activities that will improve our customer experience and minimize our expenses?